Darum lohnt es sich
Responsibilities Directly manage, coach, and develop a team of Senior CSMs and CSMs — serving as their primary manager for all operational matters, escalations, and performance accountability. Identify individual skill gaps and design targeted coaching plans; build and refine playbooks that elevate team capability and execution consistency.
Own team-level retention and expansion outcomes across the entire CSM portfolio — accountable for the number, not just the activity. Refine and enforce playbooks for upsell, cross-sell, renewals, and de-escalation to ensure consistent execution across the CSM team.
Conduct regular 1:1s focused on account health, pipeline visibility, and professional development; deliver end-of-year performance reviews and goal-setting. Own low-level and mid-level escalations; step in directly on at-risk accounts and model best-in-class de-escalation and relationship recovery.
Lead PIP, hiring, and offboarding decisions at the CSM level without requiring executive approval for operational decisions. Leverage AI tools (Claude, ChatGPT, CRM automation) to build smarter coaching workflows, flag at-risk accounts earlier, and automate manual overhead.
Maintain active visibility into high-value and strategically critical accounts; build trusted relationships with clinical, operational, and executive stakeholders. Partner with Sales and Implementation leadership to ensure smooth handoffs and a seamless customer journey from onboarding through long-term retention.
